---
title: Suggested Workflows
description: "Some tickets require attention from more than one agent or even multiple departments. In these cases, there are three common ways to share and delegate work in ResolvePro: - **Split the ticket** if it covers multiple issues, and assign each…"
url: "https://node24.nl/resolvepro-docs/suggested-workflows/"
updated: "2025-06-12"
category: ResolvePro Glossary / Advanced Ticket Handling
---

# Suggested Workflows

Some tickets require attention from more than one agent or even multiple departments. In these cases, there are three common ways to share and delegate work in ResolvePro:

- **Split the ticket** if it covers multiple issues, and assign each new ticket to the appropriate group.
- **Reassign the ticket** when you're done with your part, by changing the owner and/or group.
- **@mention colleagues** when you just need input or want to bring something to their attention. Want to stay informed on someone else's ticket? Use the **Subscribe** button.

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### **Reassigning Tickets**

You can change the **Group** and **Owner** of a ticket via the side panel.

Example: A sales rep takes a customer call, creates a ticket, and records relevant notes. When it becomes clear that the case belongs to Customer Service, the rep simply reassigns the group and removes themselves as the owner.

✅ All agents in the new group will be notified, and someone from the team can pick up the ticket from there.

**Tip:** Leave an internal note with all important details for the next agent.

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### **@Mentions & the Subscribe Button**

If you’re no longer responsible for a ticket but still want to stay in the loop:

- Click **Subscribe** at the bottom of the side panel to receive future updates.
- All tickets you’re subscribed to will appear in the **My Mentions** overview.

Need quick input instead of handing off the ticket?

- Type `@@` in the reply editor and select the colleague from the menu.
- This will notify them and automatically subscribe them to the ticket.

> ⚙️ Check your **Notification Settings** in your profile to customize how you receive updates.
> ❗ Can’t see a ticket you were @mentioned in? You may not have access to the group it belongs to.

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### **Quick Assignment in Overviews**

From ticket overviews or search results, you can perform bulk operations on multiple tickets:

#### ✅ **Using Dropdowns**

1. Select the tickets via checkboxes.
2. Use the dropdowns at the bottom to set a new **Group**, **Owner**, **State**, or **Priority**.
3. Press **Confirm**, and optionally add an internal or public note explaining the change.

> ⏱️ Time accounting is not requested during bulk actions.

#### 🖱️ **Using Drag & Drop**

Want even faster assignment?

- Select the tickets, then **drag** and **drop** them onto an agent or group.
- A dialog will appear allowing you to confirm the reassignment.

> This feature is available only in ticket overviews.